Adam Downing Email & Phone Number

London Area, United Kingdom

Brighton, England, United Kingdom

Building, nurturing, and supporting a community of over 175,000+ customers taking their first steps into wellness and self-care whilst managing the day-to-day operations of a six-figure revenue per-month eCommerce store. Engaged in auditing and rebuilding the customer conversion journey from middle of funnel through to purchase and aftercare through the introduction of automation and customer empowerment tools(both self-serve & educational). Leading to a 22% deflection of inbound customer communications whilst boosting customer satisfaction by over 35%. Developing new loss prevention and fraud detection measures which reduced returns by over 11% and chargebacks by 17%.Refreshing the customer interaction flow to offer more educational responses whilst retaining empathetic and tailored guidance resulting in a 21-hour reduction in overall response times. Enhancing customer and non-customer listening frequency to guide service improvements and product development as well as editorial content, CRO improvements and marketing campaigns to a and boost revenue.Developing, building and split-testing channel-specific high-impact organic social media strategies to maximise content spend which saw a 28% increase in impressions as well as a 2% month-on-month increase in sales. Initiating, and developing close working relationships with suppliers and global 3PL partners to predict, troubleshoot and resolve developing issues quickly whilst also keeping an open dialogue which led to enhanced direct savings during periods of contract renegotiation.Ideating, building and maintaining company-wide knowledge bases to ensure SOPs and other brand guidelines(TOV etc) are readily available and always adhered to. Reviewing, procuring and managing the company tech stack to ensure it remains fit for purpose and within budget. As well as the procurement and management of contractors, as well as co-leading a ground-up rebuild of the website.

Hammersmith, England, United Kingdom

Promotion after internal restructuring; directly leading, and performance coaching a team of 30+ agents working remotely across 4 countries. Developing training and knowledge materials led to a 24% reduction in escalations, a 14% increase in customer satisfaction as well as a 32% reduction in overall complaints made due to agent error across all departments. Engaged new ways of capturing B2B leads from inbound communications which directly led to several seven-figure multi-year deals with companies such as Tesla, Evri & Homesense. Led enhanced inter-departmental collaboration to create feedback loops that significantly reduced customer churn, decreased agent error and improved overall staff morale ensuring all voices were heard. Developed the companies’ first diverse and vulnerable people’s charter which changed our approach to safeguarding and accessibility for customers with specific needs which in turn further reduced escalations.

Hammersmith, England, United Kingdom

Personally selected a team of 12 underperforming agents to coach them through a series of custom-built improvement regimens and support frameworks. This resulted in all members of the team comfortably exceeding all measured KPIs within 3 months drastically improving the customer experience across those channels.

Managing and developing the needs of multiple artists from a multitude of demographics and geographics through bold yet carefully considered strategies that seek to generate growth and maintain consistency. - Planning, A/B testing and executing release strategies with clear goals and roadmaps to best serve the client’s goals. - Maintaining and cultivating progressional relationships with brands, sponsors and agents to keep the artists in the public eye and seek out new and exciting opportunities. - Developing and moderating brand image through visual mediums and creating a clearly defined tone of voice for the artists. - Project creation. Creating and curating new projects that allow for control right from the get-go to build them into market-disrupting talking points that achieve a cult following. - Creating and developing clear social media content strategy and assets to offer unique and captivating approaches to the usual release strategy. - Creating and maintaining social feeds and eCommerce stores to either boost or facilitate the sale of merchandise.- Understanding and managing campaign analytics.

During my tenure with The Monolith(now defunct), I created content both written and visual to appeal to their passionate and discerning readership alongside building and expanding their social media channels.Creating, cultivating and testing new features. Collaborating with other creators to develop multidiscipline posts and generating buzz around our own in house festival. All of the created written content was designed to be as engaging and SEO friendly as possible and the visual content including graphics to build our burgeoning social media reach.

Manchester, England, United Kingdom

An all-encompassing digital design house utilising a mixed digital media approach to meet the needs of clients. Starting out as a photographer in Secondary Education, working with a range of businesses and publications providing both digital assets and copy. This expanded further throughout University whilst learning broader skills in digital design. Building up a portfolio of clients that included some of the largest UK based catalogue companies - global sportswear brands and the best and brightest in alternative fashion and music. Freelance undertakings are still considered.